Job Description

Hampton, Virginia

Hiring Range

$46,300.00 - $60,175.00/Annual Actual pay is determined based on job-related factors such as relevant experience, education, credentials, skills, internal equity, and business needs.

Overview

The Patient Advocate works under the supervision of the Director of Quality and is responsible to investigate, resolve, document and report Riverside Mental Health and Recovery Center specific patient and visitor complaints and grievances. This role will develop, implement, and participate in customer service and patient relation initiatives following evidenced based behaviors and practices focusing on people, process, and technology to improve related performance where just culture principles are applied and evident throughout the organization. Follows all Department of Behavioral Health (DBHDS) and Office of Human Rights regulations and guidelines. Responsible for the oversight and management of feedback entries within the internal incident reporting system and human rights events within the DBHDS electronic event management system.

What you will do

• Responds to all patient concerns and collaborates with manager, directors, and VPs to assure patient satisfaction. Thoroughly and completely investigates all patient complaints, concerns and grievances. Partners with appropriate clinical resources to investigate care concerns. Involves leadership, risk management and legal in investigations as appropriate.
• Mediates to prevent litigation by working with customers to resolve their issues and service recovery. Oversees the coordinates performance improvement activities in an effort to enhance quality and reduce and/or prevent poor customer experience.
• Oversight of all concerns entered into Electronic Health Records database; responds to safety concerns and reports them to the Safety Manager; committee participation focused on overseeing quality and safety standards as required by DNV. Participation in reoccurring safety meetings. Timely closure of open events related to patient experience, complaints and grievances.
• Mediates between physicians, patients and family members to maintain a high level of communication to assure customer and staff satisfaction
• Implements, supports and oversees the customer experience program that includes action planning and team training related to the DBHDS required reporting.
• Responsible for ensuring patient rights policies and procedures which are current and compliant with licensure and accreditation requirements. Responds to all patient/customer concerns and provides resolution in a timely manner as required in response to Department of Human Rights and licensure requirements
• other duties as assigned

Qualifications

Education

• Bachelors Degree, Nursing, healthcare or related field (Required)
• Masters Degree, Relevant field (Preferred)

Experience

• 1 year Relevant experience in hospital healthcare quality, safety and/or risk management (Preferred)
• 1 year Project development, project management, and strong analytical skills (Preferred)
• 1 year Knowledge of customer experience and patient advocacy requirements (Required)

Licenses and Certifications

• CPR/BLS Certification - American Heart Association/American Red Cross/American Safety and Health Institute (AHA/ARC) within 30 Days(Required)
• CPXP (Preferred)
• Lean and/or Six Sigma certification (Preferred)
• change and/or project management (Preferred)

To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers.